---
title: Configure form views for Proactive Customer Service Operations
description: Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-form-views.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure Proactive Customer Service, Extend capabilities, Configure, Customer Service Management]
---

# Configure form views for Proactive Customer Service Operations

Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.

## Before you begin

Role required: admin

Certain fields on the forms can only be added if you have activated the Proactive Customer Service Operations with Event Management plugin. This is noted in the following table.

## Procedure

1.  Navigate to **Customer Service**.

2.  Add the following fields to forms and related lists, as required.

<table id="table_cyv_jyc_kjb"><thead><tr><th>

Form

</th><th>

Procedure

</th></tr></thead><tbody><tr><td>

Case

</td><td>

1.  Click **Cases** &gt; **Proactive**.
2.  Add the **Proactive** field to the **Proactive Case** and **Workspace** view, and other views as required:
    -   **Proactive**
    -   **Alert**

**Note:** The **Alert** field is only available if you have activated the Proactive Customer Service Operations with Event Management plugin.

3.  **Note:** This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

Add the following fields to the **Affected Install Base Items** related list, **Proactive Case** and **Workspace** view, and other views as required.

    -   **Health Status**
    -   **Health Status Last Updated**


</td></tr><tr><td>

Account

</td><td>

**Note:** This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

 1.  Click **Customer** &gt; **Accounts**.
2.  Add the following fields to the **Install Base Items**related list for the **Case** and **Workspace** views, and other views as required.
 -   **Health Status**
-   **Health Last Updated**


</td></tr><tr><td>

Install Base Item

</td><td>

**Note:** This only applies if you have activated the Proactive Customer Service Operations with Event Management plugin.

 1.  Click **Products** &gt; **Install Base Items**.
2.  Add the **Service Context** field to the **Default** and **Workspace** views.


</td></tr></tbody>
</table>